This policy explains how cancellations, the 14-day cancellation period, refunds and project payments are handled.
STELLOYD OPT. provides business process improvement services that are agreed around a defined scope of work. This policy explains when a client can cancel, how refunds are considered and when a refund should reach the original payment method.
Where you are a consumer and the statutory 14-day cancellation right applies, you may cancel a service contract within 14 days from the day the contract is entered into, subject to the rules explained below.
If you ask us to begin providing the service during the 14-day cancellation period, we may charge for the part of the service provided up to the point of cancellation, where the applicable consumer rules allow this.
Consumer clients may have a legal right to cancel a service contract within 14 days without giving a reason. The 14-day period normally begins on the day after the contract is entered into.
This statutory cancellation right is intended for consumers entering into contracts for purposes outside their business or professional activity. It does not automatically apply to business-to-business contracts.
If you are booking services for your business, the statutory consumer 14-day cancellation right may not apply. Your agreed project scope and the terms applying to the project will determine the cancellation arrangements.
To cancel, please contact STELLOYD OPT. using the contact details provided on the website. Please include your name, the service or project concerned and, where possible, the date of your booking or payment.
You may also use a clear written statement explaining that you wish to cancel. We will acknowledge the cancellation and explain any refund due based on the applicable terms.
Where a project has been paid for but work has not yet started, cancellation will normally allow the unused project payment to be refunded, subject to any applicable contractual or statutory requirements.
Where a project has not yet been paid for, cancellation simply means that the proposed project will not proceed.
If you ask us to begin work before the end of an applicable 14-day cancellation period, you may still have cancellation rights where required by law. However, an appropriate amount may be payable for the service supplied up to the point at which you cancel.
Where the service has been fully completed following your express request for the service to begin during the cancellation period, the statutory cancellation right may no longer be available once the service has been fully performed, where the applicable law provides for this.
We will make the project scope and expected deliverables clear before work begins, so there is a clear understanding of what has been agreed.
Where a refund is due, STELLOYD OPT. will arrange the refund to the original payment method used for the relevant payment, unless another method is agreed or required.
We aim to process approved refunds promptly. Once the refund has been processed, the time taken for the funds to appear in the customer’s account can depend on the payment method and the customer’s bank or financial institution.
We review the cancellation and confirm the applicable refund position.
Any approved refund is arranged to the original payment method.
Refunds will normally appear within 5–10 working days after processing, depending on the payment provider or bank.
If your requirements change after a project has been agreed, please contact us as soon as possible. We will review whether the change can be accommodated within the existing scope.
If the change requires additional work, we will discuss the revised scope and any additional fee with you before proceeding with that additional work.
If we need to cancel a project before the agreed work has been provided, we will contact you and explain the position.
Where payment has already been made and a refund is due for services that have not been provided, the relevant amount will be refunded to the original payment method.
Submitting an enquiry or booking request through the website does not itself create a payment obligation.
We first discuss the requirement, confirm the scope and agree the project details. Payment arrangements are then made once the project has been confirmed.
Contact STELLOYD OPT. with the relevant booking or project details and we will review the request and explain the next steps clearly.